How to improve the awareness of property service

At present, the competition in the property management market is quite fierce. In order to gain a place from it, our company has a good brand effect, thus "establishing corporate image and building corporate brand". Good corporate image and well-known corporate brand are valuable intangible assets of our company. The most important way for our company to establish its own image and create its own brand is to provide quality services. As long as the service is good, we can get the recognition of our service content from the owners, establish a good corporate image in the minds of the owners, and then improve our good reputation in society and enhance our market competitiveness. How to improve the company's property service level and create greater economic benefits should start from the following aspects:

(A) from within the company, strengthen the cultivation of their own sense of service.

To do a good job in service, we should first start from the inside of the company, and improve the service consciousness and self-quality of all employees in the company by cultivating their ideological and moral quality education. By changing the company's internal mechanism, we can enhance employees' sense of competition and straighten out the working relationship by changing the company's operating mechanism. The relationship within the company is straightened out, the service awareness and quality of employees are improved, and the service quality will naturally be significantly improved.

1. Accelerate the company's personnel training and form a professional technical force with professional service level.

If any enterprise wants to participate in market competition, it must be able to provide quality products for the market. The products provided by property management enterprises for the market are services, and talents are the key for property management enterprises to provide quality services. Therefore, accelerating talent training is the basis for property management enterprises to provide quality services. Therefore, on the one hand, we should introduce some high-level management talents with relevant knowledge and experience, on the other hand, we should improve the quality of employees in property management enterprises through training, regular inspection and performance appraisal. With the improvement of staff quality, management means and management level, the service quality will also be improved accordingly.

2. Change the internal mechanism of the company and enhance employees' awareness of market competition.

The development of modern enterprises is characterized by the establishment of modern enterprise system, the establishment and improvement of relevant internal operation mechanism, so that enterprises can adapt to the needs of market development and continuously improve their management level. The main purpose of enterprise reform is to improve the operating mechanism of enterprises. To improve the service level, we must first strengthen the assessment of employees' professional quality, with clear rewards and punishments. Actively implement competition for posts, continue to employ those who meet the service requirements, and strictly dismiss or transfer those who do not meet the service requirements; Strengthen the matching between talents' specialties and majors, select professionals for professional positions, and ensure that people with professional skills are reused in the company. Through the establishment and improvement of the company's internal mechanism, enhancing employees' awareness of market competition is conducive to mobilizing employees' enthusiasm for work. Only by giving full play to the subjective initiative of employees, can service be by going up one flight of stairs.

(two) standardize the service or professional service behavior.

1. There are many services of property management, involving engineering, security, finance and so on. In these exchanges, whether the service behavior of relevant personnel is standardized has become one of the important standards for the majority of owners to measure the service level of the company's property management, and it has also become a key content in the company's own enterprise management. The uniform clothing, civilized manners, friendly attitude and friendly language of employees all have unified standards for the company's property services. Only by making more efforts on service standards and building a management team with high professional level, rich management experience and strong self-quality can we meet the service needs of the owners of Capital International and the needs of the company's development and growth.

2. Introduce ISO9000 quality system into daily customer service management, and strengthen the service management level of internal team.

Property management itself has many work items, complicated procedures and many links. In daily management, strengthening job responsibilities, highlighting work procedures and strengthening internal assessment have become the key links for the continuous improvement and development of property management enterprises. Introducing ISO9000 quality system into daily management can effectively implement the above work links, and at the same time, it can also improve the management level for other aspects of enterprise management. It is not that only by passing the quality system certification can a property management company be guaranteed to be a well-served property management company, but whoever passes the quality system must be a company with high service level and perfect management.

3, do a good job in publicity, strengthen the normal communication with the owner.

Another key for property management enterprises to do a good job in service is to strengthen contact with residents and listen to their opinions while improving service quality. Understand what services they need and what opinions and suggestions they have for property management companies. Solve household complaints, reply in time, and let residents know that the property management company cares about them all the time. In this way, we can not only understand the needs of the owners, but also draw closer the relationship between the two sides, thus supporting and understanding each other.

At the same time, while strengthening the service work, the property management company should also increase the publicity work for the residents of the community to implement the corporate service tenet of "people-oriented, family-friendly service", "thinking of residents' thoughts, helping residents' work, and being anxious about residents' urgent needs", so as to let customers know about our work, let the owners supervise us, and promote us to continuously improve the service level and improve the service content.

(C) actively improve the service system

The service contents of property management enterprises include conventional public services, targeted special services and simplification of tedious work procedures in the past. Property management companies should make plans according to the nature of various services, give full play to their respective characteristics, meet the needs of customers' work and life, guide customers' consumption, and create a good paid service space.

1. Daily public services shall be managed professionally, highlighting the technical level of each major and ensuring a good living and office environment.

For many property management companies, their management methods are different, but the content of management is the same. Completing the daily public service is the basic commitment of the property right unit to the owner. For the maintenance of equipment and facilities, security, cleaning and greening, the society has also set up more professional specialized companies. Hiring Zhicheng and Wanjiamei professional cleaning companies to subcontract the cleaning work, but not assuming management responsibility, can not only improve the service level of cleaning work more effectively, but also save the labor within the company, thus calling or organizing a group of manpower and material resources to invest in the development of paid services such as targeted special services and entrusted special services. This will also better meet the growing material and cultural needs of our customers.

2. Provide more paid services to customers according to their needs in life and work.

According to the current daily life and work needs of customers, we can provide the following paid services for convenience:

(1) Indoor cleaning, range hood cleaning, moving, delivering packages, picking up and dropping off primary school students, hourly nanny and other services;

(2) Small technical maintenance of the bathroom in the property engineering department;

(3) Maintenance of small household appliances and replacement of lamps and lanterns in the property engineering department;

(4) The publicity materials of the company's products are posted in the lobby of each tower, and there is a certain placement management fee;

(5) Agency lease contract and agency property certificate (Yongquan Company);

(6) Intermediary service for renting or selling the owner's house (Sichuang Power);

(7) collect rent and pay various management fees on behalf of the owners;

(eight) the purchase of goods, air tickets and train tickets;

(9) The property has opened a business center to handle typing, copying, scanning, printing business cards and selling air tickets on behalf of others.

Paid services that can be provided after planning, organizing and investing related equipment expenses:

(1) External cooperative units or recruiting home appliance maintenance personnel to carry out home appliance maintenance;

(2) Purchase laundry facilities and set up a laundry center;

(3) According to the expansion of the company's staff canteen, provide business office meals and apartment fast food;

(4) Meeting room rental.

(5) Buy LCD TV or introduce media advertising companies to do anti-investment activities in public places such as lobbies and elevators of various towers.

3. Daily customer service is fast and work processing is simplified.

(1) The engineering warranty and maintenance response is fast, and it should be on call at least 15 minutes;

(2) Respond to the customer's problems as soon as possible;

(3) To handle the pass or related procedures for customers, it is necessary to arrange the working methods reasonably, simplify the tedious work flow, and go through the formalities of giving away items quickly according to the general principles stipulated by the company;

(4) Daily customer service should be professional, familiar with the process and one-to-one "one-stop" service;

(5) The application of residential broadband network makes the owners feel the development of modern science and can do everything in the world without leaving home;

(6) The application of all updated science and technology in residential property management will certainly improve the service level of property management, improve the quality of life of owners, and make property services more efficient and convenient.

The above is the current situation of the first international business operation or market, aiming at how the property management company can improve the service quality and customer satisfaction, so as to meet the needs of customers, meet their urgent needs and meet their living needs. In their minds, the property has solved a lot for them, and how much they are willing to spend. At the same time, the property management company has achieved great social benefits and good reputation, ensuring the preservation and appreciation of intangible assets of enterprises. I believe that property management enterprises can do a good job in property management services by improving management level, enhancing service awareness, perfecting management mechanism, fully understanding the market and providing targeted services, which will inevitably lead to higher and better development of property management level.